At Windsor, responsible gaming is treated as a formal operational requirement. This document describes the framework applied to support informed gambling behavior, the tools available to account holders, the procedures for requesting account restrictions, and the external support resources recognized for users in Canada.
This policy applies to all registered account holders accessing Windsor’s services from Canada. It is reviewed periodically and updated to reflect changes in applicable provincial standards and regulatory guidance.
1. Purpose and Scope
Gambling carries inherent risk. The purpose of this policy is to provide account holders with accurate information about those risks, to describe the controls available to manage gambling activity, and to set out Windsor’s obligations in administering those controls.
This document does not constitute medical, psychological, or financial advice. Users who believe their gambling is causing harm to themselves or others are encouraged to contact a qualified support service directly.
2. Eligibility and Age Verification
Access to Windsor’s gambling services is restricted to individuals who meet the minimum legal gambling age in their province or territory of residence. In Canada, the minimum age for gambling varies by jurisdiction and is either 18 or 19 years of age.
Age verification procedures are applied at the point of registration and may include a request for additional documentation at any time. Accounts found to belong to individuals below the applicable minimum age will be suspended immediately, and any funds held in such accounts will be handled in accordance with Windsor’s verification and account closure procedures.
3. Responsible Gaming Tools
A set of responsible gaming tools is available to account holders to support informed decisions about gambling activity. These tools are accessible through the account settings section and can be activated at any time, subject to the conditions described below.
3.1 Deposit Limits
Account holders may set daily, weekly, or monthly deposit limits. Once a limit is set, it takes effect immediately.
Requests to increase an existing limit are subject to a mandatory cooling-off period before the increase is applied. Requests to reduce a limit take effect without delay.
3.2 Session and Time Limits
Account holders may set a maximum session duration. When the limit is reached, the session ends automatically.
Session reminders can also be enabled to notify the account holder at defined intervals during active play.
3.3 Reality Checks
Periodic on-screen notifications are provided that display the duration of the current session and a summary of account activity during that session. These notifications are intended to support awareness of time and spending during gambling activity.
3.4 Cooling-Off Periods
Account holders may request a temporary restriction on their account for a defined period. During a cooling-off period, access to gambling services is suspended.
The account holder may not reverse this restriction before the selected period expires.
3.5 Self-Exclusion
Account holders may request voluntary self-exclusion from Windsor’s services. Self-exclusion is a formal commitment not to access gambling services for a chosen duration.
Upon activation of self-exclusion, Windsor will take reasonable steps to enforce the exclusion, including suspending the account and suppressing marketing communications directed to the excluded account holder.
Self-exclusion requests must be submitted through the designated process described in the account settings or by contacting Windsor’s support team directly. The minimum and maximum exclusion periods available are set out in the account management section.
Users should be aware that a self-exclusion applied through Windsor covers Windsor’s services only. It does not automatically extend to other operators, provincial lottery programs, or land-based venues. Users seeking broader exclusion coverage should contact the relevant provincial program directly.
4. Underage Access Prevention
Access to gambling services by minors is prohibited. Account holders are responsible for ensuring that their account credentials are not shared with, or made accessible to, individuals below the legal gambling age.
Where minors have access to devices used to access Windsor’s services, the use of parental control software is recommended.
5. Identification of At-Risk Behavior
Windsor monitors account activity for indicators associated with gambling-related harm. These indicators may include, but are not limited to:
- Rapid increases in deposit frequency or amount
- Repeated attempts to reverse or circumvent cooling-off requests
- Patterns of extended uninterrupted play
Where such indicators are identified, Windsor may contact the account holder to provide information about available support tools and resources. Windsor reserves the right to apply account restrictions where there is reasonable concern about gambling-related harm, in accordance with applicable regulatory requirements.
6. Support Resources in Canada
The following organizations are recognized as sources of confidential support for individuals experiencing gambling-related difficulties in Canada.
Responsible Gambling Council (RGC)
The Responsible Gambling Council is an independent Canadian non-profit organization that provides public information about gambling risks, self-exclusion guidance, and referrals to local support services. Information is available through its official website at responsiblegambling.org.
ConnexOntario
ConnexOntario is a 24-hour, seven-day-a-week information and referral service for residents of Ontario seeking support related to gambling and associated concerns.
Gamblers Anonymous Canada
Gamblers Anonymous Canada provides peer-support programs for individuals affected by problem gambling. Information about local meetings and contact options is available through the Gamblers Anonymous Canada website.
Provincial Programs
Canada’s gambling support infrastructure is administered at the provincial level. Users outside Ontario should contact the relevant provincial program directly. Examples include OLG’s My PlayBreak in Ontario, Game Break in British Columbia, and the AGLC Self-Exclusion Program in Alberta. Windsor does not administer these programs and cannot enroll users in them on their behalf.
7. Responsible Gaming Commitments by Windsor
In the administration of this policy, Windsor undertakes to:
- Provide access to responsible gaming tools at no cost to the account holder.
- Process requests to reduce limits or activate restrictions without delay.
- Apply cooling-off periods before processing requests to increase limits.
- Suppress marketing communications to self-excluded account holders.
- Provide clear information about available support resources upon request.
- Review this policy periodically and update it to reflect changes in applicable standards.
8. Contact
Account holders with questions about this policy, or who wish to activate a responsible gaming tool, may contact Windsor’s support team through the contact details provided in the Help section of the account portal.
Requests related to self-exclusion or account restrictions will be processed in accordance with the timelines set out in Windsor’s account management procedures.